Lauderdale Criticizes Cable Tv Company

FORT LAUDERDALE — The city blasted AT&T Broadband on Tuesday for what it described as cable disservice that has TV viewers citywide angry, confused and waiting on hold.

City commissioners agreed to take on the cable giant and to search out other cities in Broward County that might want to join. They threatened to build a case for denying AT&T Broadband a cable franchise, or to band with other cities to lure a cable competitor or create a new, municipally-owned cable company.

"Very few issues rise to this level where the whole citizenry is dissatisfied,'' Commissioner Tim Smith said.

The city is in negotiations with AT&T Broadband for a 10-year franchise agreement. On Tuesday, commissioners agreed to grant the company a 30-day extension, so Fort Lauderdale and other cities can come up with a plan.

Among the sticking points for the city is when AT&T Broadband will offer high-speed Internet service.

City commissioners also are up in arms over what they call customer service horror stories.

Commissioners agreed to move toward fining the company for violating city customer service standards, similar to the cable industry standards, which they say are being violated. They also said they want to increase the maximum fine, currently $5,000 a quarter, and agreed to professionally survey residents to help document the troubles.

One city and industry standard routinely violated since the January AT&T Broadband takeover in the city is one setting 30 seconds as the maximum time a caller would be on hold.

AT&T Broadband officials were present at the meeting and said they realized they had big problems and were confident that in several weeks, the complaints would diminish.

AT&T Broadband, based in Colorado, became a mega-provider in South Florida as it took over accounts in the past two years from Comcast, MediaOne and Tele-Communications Inc. But AT&T Broadband's recent opening of a call center in Miramar was plagued with troubles, with phone lines accidentally disconnected, and new employees who needed hours of training on a new billing system. Those things will be overcome, said the company's vice president of local government affairs in Florida, Susan Bisno.

"This is an abnormal situation," Bisno said. "This is a terrible time that we are going to get out of. It is a situation that disappoints us greatly." Though the training and call center transition were anticipated, Bisno conceded the company might have underestimated how difficult it would be.

Customers have been confused by AT&T's bills thanking customers for choosing them. Many of the customers had no idea AT&T Broadband took over their previous cable company, and city officials said the bills don't indicate they are for cable service, so some people mistook them for phone bills.

The city is now paying a full-time employee to do nothing but field cable TV complaints. Since May, city officials reported receiving more than 600 calls about AT&T Broadband. Some complain that the AT&T agents they reach are rude or "stupid," according to city correspondence.

"You have a better chance of straightening out a bed spring, than straightening out AT&T," bellowed Al Julius, a retired radio commentator who told commissioners that he was double-billed by the previous cable operator, then told to ignore the bill by AT&T Broadband and then informed Monday he owes $208.

City officials figure they will see another spike in complaint calls soon. AT&T Broadband, which had agreed during its takeover of Comcast accounts not to increase rates until June 25, has instituted a rate hike that starts July 1.

Brittany Wallman can be reached at bwallman@sun-sentinel.com or 954-356-4541.